Team Coordinator, Future Students Contact Centre

• Future Students Division

• Be part of an organisation with a meaningful purpose and impact

• Join a university ranked in the world’s top 50

• 17% superannuation contributions and 17.5% annual leave loading

• Based at the picturesque St Lucia Campus

About UQ

As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you’ll have the opportunity to contribute to activities that have a lasting impact on our community.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave

• Access to flexible working arrangements including hybrid on site/WFH options

• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family

• On campus childcare options

• Discounted parking (from just $5 a day)

• Salary packaging options

About This Opportunity  

We are seeking a Team Coordinator, Future Students Contact Centre to support the Future Students Contact Centre (FSCC) team by assisting to identify and implement business process improvements and coordinating a pool of casual staff and Student Ambassadors to respond to enquiries throughout the year to contribute to turnaround time goals.

Additionally, the position will provide timely and highly accurate advice to prospective students, parents, and a variety of stakeholders. The position will support areas of the University by acting as a first point of contact to reduce the need for referral.

The position will also be required to build partnerships with UQ Faculties, UQ Schools, other UQ organisational units and stakeholders to support the organization and coordination of engagement events for prospective students.

This role may require work or travel to participate in FSCC engagement events/activities, which may occur in the evening or weekends.

Duties and responsibilities include, but are not limited to:

• Recruit, train, and supervise a pool of casual staff and student ambassadors to respond to prospective student enquiries in a timely manner and schedule staff training sessions with University stakeholders.

• Assess systems, protocols, and procedures, provide recommendations to the FSCC Team Leader, and support the implementation of business process improvements to increase productivity, facilitate effective communication, and ensure staffs’ timely access to accurate information to be able to respond to prospective student enquiries.

• Assist the development of best practice systems and procedures to support efficient and effective administration of the FSCC team, including managing stakeholder feedback, reporting on outcomes, and recording informative and concise case notes for the continuous improvement of FSCC processes and services.

• Coordinate content updates with stakeholders across the University as directed by the Team Leader and in association with the Marketing and Communications teams.

• Provide advice and information to prospective students related to programs, admission, and enrolment requirements at The University of Queensland.

• Identify opportunities to design and implement strategies that build strong relationships with broader UQ and other stakeholders.

• Raise any consistent trends, market demand shifts or complaints to the Team Leader and assist with reporting on enquiry team activities.

• Other duties as directed by the supervisor.

This is a Full-time, Continuing position. At HEW Level 6, the full-time equivalent base salary will be in the range of $88,099.39 to $94,512.08 plus a generous super allowance of up to 17% superannuation. The total FTE package will be in the range $103,076.28 – $110,579.13 per annum.  

About You

• Completion of a relevant degree, or an equivalent combination of relevant experience and/or education/training.

• Knowledge of key drivers of prospective students and their influencers when they are considering a higher education provider and program, or ability to acquire this knowledge.

• Experience in customer service delivery or enquiry management including recommending and implementing improvements to achieve goals.

• Demonstrated ability to coordinate staff rosters and develop effective working relationships including with a range of stakeholders.

• Excellent oral, written and interpersonal skills including the ability to communicate with diverse groups of people from within and outside the University, including with people from diverse cultural backgrounds.

• Excellent planning and time management skills with a high level of attention to detail and the ability to prioritise workload to meet deadlines.

• Demonstrated ability to work autonomously and cohesively as part of a team possessing initiative and innovative thinking to problem solve.

• Experience in the use of a wide range of computer applications particularly Microsoft Word, PowerPoint and Excel.

• Demonstrated ability to rapidly acquire and apply such knowledge, to access and interpret data held in UQ systems such as SI-Net, Customer Relationship Management Systems and other data bases as required.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment. 

• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. 

Questions?  

For more information about this opportunity, please contact Mr Shane Jackson, Team Leader, Future Students Contact Centre at [email protected] .  

For application queries, please contact [email protected]  stating the job reference number in the subject line.  

Want to Apply?  

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing the ‘About You’ section

• Resume 

Please note that you will be asked to add all documents into the one upload box during the application form.

Other Information 

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion .  We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in our broader community, whether that be gender identity , LGBTQIA+ , cultural and/or linguistic , Aboriginal and/or Torres Strait Islander peoples , or people with a disability . Accessibility requirements and/or adjustments can be directed to [email protected]  

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

Applications close 1 March 2024 at 11.00pm AEST (R-35524).

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